ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI KEPUASAN PELANGGAN (Studi pada Pengunjung Hotel Grage Malang)
| Main Author: | Ramadhan, Zen Zanuar |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2019
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/55676/7/PENDAHULUAN.pdf http://eprints.umm.ac.id/55676/1/BAB%20I.pdf http://eprints.umm.ac.id/55676/3/BAB%20II.pdf http://eprints.umm.ac.id/55676/2/BAB%20III.pdf http://eprints.umm.ac.id/55676/4/BAB%20V.pdf http://eprints.umm.ac.id/55676/5/BAB%20IV.pdf http://eprints.umm.ac.id/55676/6/LAMPIRAN.pdf http://eprints.umm.ac.id/55676/ |
Daftar Isi:
- The purpose of this study was to examine the effect of service quality on customer loyalty mediated by customer satisfaction (study on poor grage hotel visitors). This study uses path analysis on 100 respondents who have been determined using nonprobability sampling, namely quota sampling as a sampling method using a questionnaire to collect data. The results of the study revealed that the variable service quality as the independent variable and customer satisfaction as a mediating variable had a positive and significant effect on customer loyalty as the independent variable.